Not Sure What You Need?

Quality Service

Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney.

With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

Who Should Attend

Disney insights and illustrations are beneficial to any leader or employee
interested in learning how to improve the customer experience and raise the
standards of quality service in their organization.

Course Details

The Service Story

The gradual decline of customer service over recent years has created an exciting opportunity to provide service that is beyond customer expectations. Creating an emotional connection to customers can translate into financial results, but to create this connection your guest service standards must be cultivated. In this course you will learn, how intentional actions play an important role in establishing customer service excellence through understanding the customer experience, breaking widely held stereotypes, and identifying service pitfalls.

Designing Exceptional Service

Service happens every time a customer is touched by your organization. Designing a successful service strategy hinges on understanding what you want to
do for your customers, what your customers expect, and the business impact of these actions. You will learn the principles that develop common purpose, a
deep understanding of your customers' expectations, and understanding their
economic impact. Through activities and experiences, you will uncover the quality standards you need to drive discussion within your organization to design a strategy for service excellence.

Delivering Exceptional Service

Exceptional service is not just about the employees delivering the service. It is important to understand how aligning your employees, your physical place, and your company processes make the difference in how service is received by your customers. You will develop an understanding of the intersection of people, place, and process and how these aspects contribute to the consistent delivery of exceptional service.

Recovering Service

All businesses encounter service failures. While it is always the goal to meet our customers' expectations, at times this may not happen. Recognizing the importance of mending the relationship with the customer by recovering after a service failure is a critical process at Disney. You will discover how to really listen to Guests and what proactive steps we take to prevent future service failures.

What's Included

3½ days of official Disney Institute training with two facilitators — schedules vary by course and start as early as 2 p.m. on the first day and end as late as 5 p.m. on the final day. Please note your start and end times when you receive your course confirmation. Unless otherwise noted, all Disney Institute public courses are delivered in English.

Comprehensive reference materials.

Guided field experiences throughout Disneyland® Resort or the Walt Disney World® Resort.

Meetings with working leaders and employees (Cast Members).

A participant list for future networking.

A welcome dinner on the first day of your course, daily breakfast and lunch buffet each subsequent day; and refreshments.

Three (3) one-day, one-park, after 4pm park entries.

For items not included, such as accommodations, please see our
Course FAQs

Now your organization can save when you pre–pay registration fees for multi-day Disney Institute professional development courses. Purchase 5 or more registrations in advance, and you can save on the non–discounted rate for any course in a multi-day duration.*

Prepaid registrations may be used for any multi-day Disney Institute professional development course held only at the Walt Disney World® Resort or Disneyland® Resort. They can be used up to 12 months from date of purchase, giving you a ﬂexible training option that ﬁts within the schedule and needs of your business and your employees.